Scaling your AI solution for long term success
Once you have established a solid foundation with your initial AI deployments, it’s essential to think about scaling your solutions to cover more complex and higher-impact use cases. This phase requires a strategic approach to ensure that your AI initiatives continue to deliver value and remain sustainable over the long term. Building a Scalable AI […]
Why NPS and CSAT don’t work for measuring your AI efforts
When evaluating AI initiatives, I see many organisations use NPS and CSAT as barometers of success. But there’s a problem with both of those metrics that make them ineffective at measuring the success of interactions with AI services. This has been a top of mind topic lately. I’ve written about how containment is the wrong […]
Exploring the Evolution of AI in Search and Contact Centers: Insights from Google’s Vlad Vuskovic
Vladimir Vuskovic, a key figure at Google in the development of AI, particularly in Google Assistant, search and contact centre applications, recently joined me on VUX World to discuss the journey and future of AI technology. With over a decade at Google, Vlad has been instrumental in shaping tools like Google Assistant and is currently […]
Make sure your AI policy includes this…
In the last few months, I’ve spoken to a handful of companies that are stalled on moving forwards with their AI plans, or even putting those plans together, because they’re having to put together an AI policy first. And, from what I’ve seen, these policies have the potential to prevent innovation and inhibit growth. If […]
2 of the best approaches to AI automation for contact centres: Deep dive
When beginning to consider how and where you can use AI within your contact centre, you’ll first need to define your strategy. Part of that will be figuring out which of the 8 top contact centre AI use cases to start with. Then, you need to decide whether you go ‘high and wide’ or ‘narrow […]
AI reduces call volumes by 40% for Tallahassee State College
Most people might not see the connection between a college degree and the quality of the student experience. However, a study by California State University, Stanislaus, found that students increasingly view education as a commodity. While the commercialisation of education is widely debated, especially outside the U.S., one thing is clear – in an era […]
Conversations Unparsed: Industry Leaders Share Their Vision for AI
During Unparsed 2024 we asked 10 CAI professionals to tell us what they’re working on. They come from a range of companies, from startups with a single person covering their CAI projects to international banks, retailers and healthcare companies with complex and vast teams. We asked them what’s working and what isn’t. We wanted to […]
How to define your AI roadmap
Many organisations have woken up to the potential of AI over the last couple of years. Every second CEO wants their own version of ChatGPT. With this surge in interest, teams across the world are rushing to deploy AI solutions on a whim, without having a long-term strategy, rushing to claim they’re using generative AI. […]
Real-Time Accent Transformation for Call Centres
You know that moment when the live agent connects to your call. You hear their first words, and your mind is scrambling to detect their accent. You may like their accent, dislike it, or struggle to understand them. Around 60% of enterprises across Western Europe and North America have some type of partnership with an […]
Seven key insights from creating an award-winning AI chatbot
You may have been put off by overhyped and under-delivering bots in the past, however there is now concrete proof that AI assistants can deliver huge returns on their investment.